Job Details

Customer Success Manager - Customer Care Center (EXA Enterprise Platform)

Konica Minolta Healthcare Americas - Healthcare IT division
Position Overview

The KMHA Customer Care Center team is dedicated to exceeding customer expectations and realizing our vision of being a premier provider of customer service. Through listening, continuous improvement, and acting on what matters most to our customers, we bring this vision to life.

The Customer Success Manager (CSM) plays a key role in developing and supporting a new Customer Care Quality Framework, with a focus on the EXA Enterprise Platform. This individual will manage all Hot Site Escalations and Post-Go-Live Hyper Support sites, ensuring total customer satisfaction while fostering strong service delivery, long-term relationships, and measurable customer success outcomes.

This role is a dual functional position with primary function as management of Key performance indicators that measures customer satisfaction and ensures customer retention and loyalty/win backs. Secondary function is escalation management to instill client confidence and enable technical resources to resolve issues, quickly.
Key Responsibilities

• Maintain strategic relationships with assigned customer accounts, including executive stakeholders, to identify and address goals, needs, and issues.
• Educate customers on products and services, drive adoption and utilization, achieve retention goals, and foster expansion opportunities.
• Partner with Sales to ensure retention and expansion of assigned accounts.
• Develop a deep understanding of Konica Minolta Healthcare IT solutions and assigned customers' business models and workflows; use this insight to develop and execute a comprehensive Customer Success Plan.
• Apply defined prescriptive engagement events to facilitate and monitor customer success.
• Capture and monitor customer business drivers to ensure optimal solution configuration aligned to defined goals.
• Provide proactive, consistent communication through regularly scheduled meetings to track progress and communicate updates.
• Plan and conduct Strategic Business Reviews (SBRs) with assigned customers.
• Manage escalated issues by coordinating cross-functionally to ensure timely resolution in alignment with SLA requirements and customer expectations.
• Leverage Professional Services and Engineering teams to ensure successful outcomes.
• Serve as the subject matter expert (SME) for assigned customers, including monitoring license agreements and SLAs for compliance.
• Participate in leadership meetings to report on KPIs, escalations, progress, and risk mitigation strategies.
• Drive advocacy, reference-ability, and cross-business unit growth initiatives within the existing customer base.

• Bachelor's Degree in a related field preferred.
• Minimum three (3) years of escalation management experience, including direct communication and engagement with senior-level leadership and C-Suite stakeholders.
• Minimum five (5) years of Healthcare IT experience.
• Strong technical understanding of RIS/PACS workflows and Healthcare IT environments.
• Ability to read and interpret highly technical repair documentation and system manuals.
• Technical & Professional Skills
• Working knowledge of PACS/RIS workflows, DICOM, HL7, and other healthcare interoperability standards.
• Working knowledge of networking and data storage technologies.
• Executive-level communication and presentation skills.
• Salesforce experience or similar CRM platform.
• Strong analytical skills with experience managing KPIs tied to customer satisfaction and retention.
  • Strong technical understanding of RIS/PACS workflows and Healthcare IT environments.
  • Ability to read and interpret highly technical repair documentation and system manuals.